Experience

Ocean Group
• Hong Kong
• Technology, Information and Media
• 1 - 100 Employee
• 2nd Line Desktop Support

  • Apr 2016 - Present


London Borough of Hounslow

• United Kingdom
• Government Administration
• 700 & Above Employee

• Business Analyst (Technical) & Floorwalker

  • Dec 2014 - Nov 2015

  Working alongside the Project Manager and technical delivery team to gather requirements and translate them into specifications for the technical teams.Working with end users to understand and manage their expectations. Facilitate workshops and meetings to capture requirements, define process and scope. Defining project risks at the appropriate stage of the project. Liaise and collaborate with technical, commercial & business delivery teams. Updating procedures and standard documentation. Additionally working as technical support, helping end users with technical issues. Show less

• Floorwalker

  • Sep 2014 - Nov 2014

  Supporting Transformation Project. Large Scale deployment of Windows 7, Citrix, IGEL, Microsoft Office 365, Cloud based Data storage "Box". Building- Rebuilding HP Laptop, Desktop, IGEL Thin Client etc. Working in different locations around Hounslow. Supporting Pre-deployment and Post-deployment issues. Supporting various In-house or Vendor licensed application.



Phoenix (IT Infrastructure Services)

• United Kingdom
• IT Services and IT Consulting

• Floorwalker (Atos BAU team member for ACCA)

  • Jun 2014 - Sep 2014

  1. Administering and maintaining Ticketing System – SDM2. Administering Active Directory, Exchange Server, Cisco Unified Communications Manager, Blackberry Desktop Manager3. Desk side support, Phone Support or Remote (Skype, Lync) Support to End User for various IT issues in Windows and Citrix environment.4. Supporting Toshiba Laptops, Desktops etc. 5. Supporting Cisco 7940 IP Phones, Blackberry Phones 6. Providing support for Network issues, WiFi Issues, Printing Issues etc.7. Installing and supporting approved applications like Microsoft Office 2010, Lync, Salesforce, DropBox, Anti-Virus etc.8. Supporting Outlook 2010 issues like shared mailbox, contacts, calendar, permissions and archive etc.9. Supporting Network mappings, File share, Data Backup-Retrieval, Data Encryption10. Liaison with different Vendors and Companies in resolving different IT issues. 11. Managing New Starter – Leavers Kit, Stock Management, maintaining Support SLA, Supporting VIPs in the Organization. Show less

• Floorwalker ( EE Westminister Project )

  • Sep 2013 - Jun 2014

  1. Providing Desk side support to End User in a Windows Environment2. Teaming up with EE Helpdesk in resolving critical issues3. Rebuilding Laptops - Desktops, Fixing Hardware issues (Sound Card, WiFi, Docking issues), Fixing Dual Monitor4. Troubleshooting software issues like Software installation, Fixing Microsoft Office and Outlook issues, Data Backup and Retrieval, Network Drive Mapping 5. Deploying Windows 7 on Lenovo T520, T530, X230, Lenovo Desktop (M81, M82)6. Preparing system with Windows 7 updates, BIOS upgrade, Registry changes etc.7. Audit and install all required client software from Run Advertised Program that the System Center Configuration Manager makes available to network.8. Setting up Anti-Virus (Symantec Endpoint Protection) 9. Mapping Network Drives, Setting up File sharing, Managing Sync Center10. Configuring Microsoft Office 2010, Lync 2010, 11. Configuring Microsoft Outlook 2010, Setting up Email account, Calendar, Contacts, Personal folders, Setting up Shared Mailbox etc.12. Mapping Network Printers, HP Designjet Plotter Printers, Brother Printers etc.13. Installing 3G SIM and Configure APN14. Administering Data Encryption, setting up PGP15. Supporting and configuring Mobile Devices (Blackberry, IPhone, Ipad)16. Stock Management (New and Old), Managing Paperwork Show less